Ask
Reply
Solution
19-11-2013 04:53 AM
Hi all I see there is potentially an issue with this hardware combination. Can someone explain how the issue is manifested? I am having trouble with two separate VSS in different locations. Either the signal drops and an orange flashing light is displayed, or all lights are illuminated. Either way the net result is the same i.e. total loss of signal. Turning the VSS off and on again invariably corrects it. For a while, until it happens again. Thanks.
19-11-2013 07:00 PM
Hi BIGMIG,
All the information we have on the issue with BT Home Hubs is here.
So that we can look into this for you, we’ll need some more details.
Can you provide the following for both units please:-
Your Sure Signal serial number.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
VSS Traceroute command
On a PC:
Click on Start and select Run
Type CMD into the Run box and press enter/click ok
A black box will appear.
In this box type tracert 212.183.133.177 press Enter
Paste the output of this command into your reply.
Thanks,
Andrew
20-11-2013 09:19 AM
20-11-2013 06:20 PM
Hi BIGMIG,
Thanks for getting back to us.
As this is working when you restart the Sure Signal it would indicate that there is a problem on the network, forcing the connection to close.
As all the tests look to be ok, can you check the following ports are open?
Port 8 TCP UDP
Port 50 TCP UDP
Port 67 UDP
Port 123 UDP
Port 500 UDP
Port 1723 TCP UDP
Port 4500 UDP
Can you also check to see if IPSec Passthrough is enabled?
James
20-11-2013 10:31 PM
Hi James
What's the best way of checking this? and against which IP address does this need to be done?
How do I best check how IPSec Passthrough is enabled?
Cheers
Miguel
21-11-2013 02:57 PM
Hi BIGMIG,
It's in your router admin panel. If you're still unsure you would need to speak to your Internet Service Provider and they'll help with this.
The IPSec Passthrough can also be checked in the router admin panel. This is mainly something we've seen with Virgin Media customers but it's worth checking.
Thanks,
Kay
24-12-2013 06:37 PM
Hi guys
Still can't get this to work. Have since upgraded to a BTHH5 but this suffers from the same problem. Results from usual tests below. Can someone please explain step-by-step how to get this working???? Getting really tired of being bounced backwards and forwards between BT and Vodafone without either wanting to take ownership.
Thanks
SPEED TEST
24-12-2013 07:13 PM
Hi BIGMIG
Can you check the port forwarding as mentioned, you may find this helps.
Can you also tell me what lights you're currently seeing?
Cheers
DaveCD
24-12-2013 08:06 PM
OK this is weird... the VSS has just started working after 2 weeks of not doing so. I haven't changed anything. Something has clearly changed somewhere. Anyone care to explain?
25-12-2013 02:33 PM